About the role
Job Description A bit about this role: As a Member Services Guide (MSG) OR a Member Outreach Specialist (MOS) at Devoted Health, you will be a primary point of connection for our members, meeting them where they are, understanding what they need, and helping them navigate the complexities of healthcare with empathy, accuracy, and care. Guides at Devoted work across a range of member-facing functions. Depending on where you are placed - Member Service Guide OR Member Outreach Specialist, your home base may focus on inbound service — responding to member questions, resolving benefit issues, and supporting care navigation in real time — OR on proactive outreach, connecting members with clinical programs, scheduling care, and helping them get ahead of their health needs. Regardless of your primary focus, every Guide is expected to flex across both inbound and outbound work as business needs evolve. That flexibility isn’t a nice-to-have — it’s core to how this team operates and how we serve members well. In every interaction — whether voice, video, SMS, chat, or digital messaging — you’ll bring our mission to life: treating every member like family. You’ll do this by actively listening, anticipating needs, breaking down complex information into clear and actionable guidance, and working alongside our AI Guide Assistant, a real-time tool designed to help you access information instantly so you can stay fully present and focused on the member.
Responsibilities and impact: Member Engagement and Support: Engage with members across all channels (voice, digital, SMS, chat, video) with deep empathy, professionalism, and care. Help members navigate
benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable terms. Conduct proactive clinical outreach, effectively identifying escalation paths and collaborating with clinical staff. Operational Excellence: Leverage data, internal systems, and an AI Guide Assistant to deliver fast, accurate, and fully documented solutions. Adhere strictly to HIPAA guidelines, compliance regulations, and internal workflows. Meet established productivity, quality, and output performance metrics and standards. Flexibility and Growth: Flex between inbound, outbound, and cross-functional programs as seasonal business priorities evolve. Adapt quickly to process, workflow, and technology updates with a solutions-oriented attitude. Actively apply real-time feedback and coaching from peers and leadership to drive personal growth. Required skills and experience: 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment, with a proven track record of building trust and professional relationships. Professional fluency in both English and Spanish — written and oral — is required. You will serve both English and Spanish speaking members. Genuine passion for improving the healthcare experience: you love to serve, you care deeply about people, and making a difference motivates you. Ability to work a flexible schedule based on business needs, including potential seasonal adjustments. Exceptional interpersonal and communication skills and high emotional intelligence: the ability to adapt your tone to any situation, and a natural gift for making people feel heard. Ability to de-escalate intense or emotionally charged interactions with empathy and composure, and to translate complex information into simple, actionable terms. Comfort working alongside AI-powered tools and digital platforms to streamline tasks and enhance the quality of member service. Flexibility and adaptability: you pivot quickly between priorities, operate effectively in gray areas, and embrace frequent process changes with a positive attitude. Strong multitasking ability: you can listen, talk, and type simultaneously while maintaining accuracy and presence. Desired skills and experience: Experience in a contact center or call center environment. Experience in healthcare, health insurance, or Medicare Advantage — familiarity with
